You are right, try to
send to the first queue and after that using a generic agent split the ticket.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano
Sent: lunes, 31 de agosto de 2009
10:26
To: '
Subject: [otrs] R: Routing of
email to the queues
Thanks for the reply, but we're not
using the postmaster mail account, we are sending the email directly to the
otrs system (it's a linux server running postfix).
Each queue has the right email address
assigned to it, and everything works fine if there is a single otrs address in
the TO: field. The problem comes up when there is more than one otrs address
involved.
If I use the postmaster filter, how
do I tell it to send the ticket to both queues? I believe I
cannot have multiple X-OTRS-Queue statements in the filter.
Da:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap
Inviato: domenica 30 agosto 2009
11.57
A: '
Oggetto: Re: [otrs] Routing of
email to the queues
I guess you are use a
single account in the PostMaster Mail Account with the option dispatch by email
(to: field). You ca try to different options
1) defining both email
accounts in the PostMaster Mail Account and queue addressing
2) use postmaster filters
to address to the correct queue.
Regards
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano
Sent: viernes, 28 de agosto de
2009 13:59
To: 'otrs@otrs.org'
Subject: [otrs] Routing of email
to the queues
Hello
everyone,
I
have a problem with the routing of emails inside OTRS.
We
have 2 queues, each with a different email address assigned (ex.
site1@example.com->queue1 and site2@example.com->queue2)
Everything
works fine if the users send the email to either one of the queues.
The
problem presents itself when an email is sent to both queues (particularly with
both queues' addresses in the TO: field). At that point OTRS will create 2
identical tickets, and they will both end up in the same queue (which one of
the two is random).
Obviously
we would like to have each ticket end up in each queue separately.
Is
this a bug? A feature? Has anybody else run into this issue?
Thanks,
Giordano Bianchi